Playback Troubleshooting

If, when trying to playback, your playback cursor is appearing at the first measure and staying stuck there, or you are receiving an error message saying "Audio Engine Failed to Load..." please reference this article instead.

 

Also, this article is designed to help troubleshoot Finale when you have no sound, or when Finale is crashing on playback. If you are looking for help with Finale's interpretation of your score, check out this article: Having trouble with Finale's playback interpretation (Human Playback®)?

If the issue is not related to the symptoms above, please choose your version of Finale, then choose your operating system and issue to continue...

 

  1. Open Finale.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you didn't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you didn't hear playback, click MIDI/Audio > Device Setup > MIDI Setup. Then be sure that your MIDI Out device is SmartMusic SoftSynth. Then, try playback again. If you still cannot hear playback, please contact Customer Success.
    • If you did hear playback through MIDI but not through VST, then there is a problem with your VST Instruments. Please continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > VST Banks & Effects.
  7. Once the VST Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the VST Instrument column to open the ARIA Player.
  8. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Concert D Grand Piano.

    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting.
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.

 

  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter R to open the Run dialog box.
    • Type in the following directory...
      • %appdata%\Roaming\MakeMusic\Finale
    • In your Finale folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to your desired playback device.

    Try playback. If the issue persists, please continue troubleshooting.

  5. Please visit the website for your computer's manufacturer and try reinstalling the latest Audio Driver for your computer's sound card.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then try playback again.

At this point, if you are unable to get playback working properly, please Submit a Support Ticket to our Customer Success Team.

 

Please include in your description of the issue the steps you have taken and any specific error messages you may have received. Please also follow the steps below to include a DirectX Diagnostic file and a Plogue log for further diagnosis.

-DirectX Diagnostic-

  1. On your keyboard, hold the Windows key and press R.
  2. Type "dxdiag" (without quotes) and click OK.
  3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
  4. Click the Save All Information button.
  5. In the Save As window, choose to save to your Desktop.
  6. Click the Save button.
  7. Exit the DirectX diagnostic program.
  8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.

-Plogue Log-

  • Close any open programs (including your Finale notation software).
  • Hold down the Windows key on your keyboard and press the letter R at the same time to open the Run dialog box.
  • Type or paste "%appdata%" (without quotation marks) and click OK.
  • Navigate to MakeMusic\Finale\PlogueEngine.
  • Find the file named "PlogueEngine.log" and copy it to your desktop.
  • Reply to this ticket and attach the "PlogueEngine.log" file to your email.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter R at the same time to open Run dialog box.
    • Type in the following directory...
      • %AppData%\Roaming\MakeMusic\Finale
    • In your Finale folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your Recycle Bin.
    • Restart your computer.
    • Relaunch Finale.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please visit the website for your computer's manufacturer and try reinstalling the latest Audio Driver for your computer's sound card.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then continue troubleshooting.

  7. Open a new default document (File > New > Default Document) Click MIDI/Audio > Play Finale through VST.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > None).

    Try playback. Does the program crash? If so, you may be running into a permissions issue on your computer or a problem with your VST plug-in.

     

    At this point, if you are unable to get playback working properly, please Submit a Support Ticket to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

     

    Please also follow the steps below to include a DirectX Diagnostic file and a Plogue log for further diagnosis.

    -DirectX Diagnostic-

    1. On your keyboard, hold the Windows key and press R.
    2. Type "dxdiag" (without quotes) and click OK.
    3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
    4. Click the Save All Information button.
    5. In the Save As window, choose to save to your Desktop.
    6. Click the Save button.
    7. Exit the DirectX diagnostic program.
    8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.

    -Plogue Log-

    1. Close any open programs (including your Finale notation software).
    2. Hold down the Windows key on your keyboard and press the letter R to open the Run dialog box.
    3. Type or paste "%appdata%" (without quotation marks) and click OK.
    4. Navigate to MakeMusic\Finale\PlogueEngine.
    5. Find the file named "PlogueEngine.log" and copy it to your desktop.
    6. Reply to this ticket and attach the "PlogueEngine.log" file to your email.
  1. Open Finale.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you don't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you don't hear playback, click MIDI/Audio > Device Setup > MIDI/Internal Speaker Setup. Then be sure that your Playback To device is SmartMusic SoftSynth. If Finale doesn't playback properly after checking this setting, please contact Customer Success.
    • If you do hear playback, continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Audio Units Banks & Effects. Once the Audio Units Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the Instrument column to open the ARIA Player.
  7. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Concert D Grand Piano.
    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting...
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  8. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "com.makemusic.Finale.fprf". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  9. Open Finale.
  10. Click MIDI/Audio > Device Setup > Audio Setup.
  11. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  12. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale.
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "com.makemusic.Finale.fprf". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

  6. Open a new default document (File > New > Default Document).
  7. Click MIDI/Audio > Play Finale through Audio Units.
  8. Turn off Human Playback (MIDI/Audio > Human Playback > None).

    Try playback. Does the program crash? If so, you may be running into a permissions issue on your computer or a problem with your VST Plug-In.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue, the steps you have taken, and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2014.5
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you didn't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you didn't hear playback, click MIDI/Audio > Device Setup > MIDI Setup. Then be sure that your MIDI Out device is SmartMusic SoftSynth. Then, try playback again. If you still cannot hear playback, please contact Customer Success.
    • If you did hear playback through MIDI but not through VST, then there is a problem with your VST Instruments. Please continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > VST Banks & Effects.
  7. Once the VST Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the VST Instrument column to open the ARIA Player.
  8. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.

    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting.
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  9. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10)
    • Navigate to the following directory...
      • C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2014.5

      • (* = This is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.)

    • In your Finale 2014.5 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.5.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  10. Open Finale 2014.5.
  11. Click MIDI/Audio > Device Setup > Audio Setup.
  12. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to your desired playback device.

    Try playback. If the issue persists, please continue troubleshooting.

  13. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card. If you already have the latest audio driver, please reinstall it.

    Try playback. If the issue persists, please continue...

  14. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then try playback again.

At this point, if you are unable to get playback working properly, please Submit a Support Ticket to our Customer Success Team.

 

Please include in your description of the issue the steps you have taken and any specific error messages you may have received. Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

  1. On your keyboard, hold the Windows key and press R.
  2. Type "dxdiag" (without quotes) and click OK.
  3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
  4. Click the Save All Information button.
  5. In the Save As window, choose to save to your Desktop.
  6. Click the Save button.
  7. Exit the DirectX diagnostic program.
  8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10)
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2014.5

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2014.5 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.5.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2014.5.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card. If you already have the latest driver, please reinstall it.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then continue troubleshooting.

  7. Open a new default document (File > New > Default Document) Click MIDI/Audio > Play Finale through VST.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > None).

    Try playback. Does the program crash? If so, you may be running into a permissions issue on your computer or a problem with your VST plug-in.

     

    At this point, if you are unable to get playback working properly, please Submit a Support Ticket to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

     

    Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

    1. On your keyboard, hold the Windows key and press R.
    2. Type "dxdiag" (without quotes) and click OK.
    3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
    4. Click the Save All Information button.
    5. In the Save As window, choose to save to your Desktop.
    6. Click the Save button.
    7. Exit the DirectX diagnostic program.
    8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2014.5.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you don't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you don't hear playback, click MIDI/Audio > Device Setup > MIDI/Internal Speaker Setup. Then be sure that your Playback To device is SmartMusic SoftSynth. If Finale doesn't playback properly after checking this setting, please contact Customer Success.
    • If you do hear playback, continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Audio Units Banks & Effects. Once the Audio Units Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the Instrument column to open the ARIA Player.
  7. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.
    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting...
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  8. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2014.5 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.5.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  9. Open Finale 2014.5.
  10. Click MIDI/Audio > Device Setup > Audio Setup.
  11. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  12. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale.
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2014.5 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.5.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2014.5.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

  6. Open a new default document (File > New > Default Document).
  7. Click MIDI/Audio > Play Finale through Audio Units.
  8. Turn off Human Playback (MIDI/Audio > Human Playback > None).

    Try playback. Does the program crash? If so, you may be running into a permissions issue on your computer or a problem with your VST Plug-In.

At this point, if you are unable to get playback working properly, please Submit a Support Caseto our Customer Success Team. Please include in your description of the issue, the steps you have taken, and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2014.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you didn't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...
  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you didn't hear playback, click MIDI/Audio > Device Setup > MIDI Setup. Then be sure that your MIDI Out device is SmartMusic SoftSynth. Then try playback again. If you still cannot hear playback, please contact Customer Success.
    • If you did hear playback through MIDI but not through VST, then there is a problem with your VST Instruments. Please continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > VST Banks & Effects.
  7. Once the VST Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the VST Instrument column to open the ARIA Player.
  8. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.

    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting.
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  9. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1).
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2014
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2014

      • (* = This is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.)

         

        (** = This is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.)

    • In your Finale 2014 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  10. Open Finale 2014.
  11. Click MIDI/Audio > Device Setup > Audio Setup.
  12. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting.

  13. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card.

    Try playback. If the issue persists, please continue...

  14. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then try playback again.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team.

 

Please include in your description of the issue the steps you have taken and any specific error messages you may have received. Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

  1. On your keyboard, hold the Windows key and press R.
  2. Type "dxdiag" (without quotes) and click OK.
  3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
  4. Click the Save All Information button.
  5. In the Save As window, choose to save to your Desktop.
  6. Click the Save button.
  7. Exit the DirectX diagnostic program.
  8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10).
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2014
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2014

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

         

        (** = this is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2014 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2014.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please visit the website for your computer's manufacturer and be sure that you have the latest audio driver for your computer's sound card. If you already have the latest audio driver available, please reinstall it.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then continue troubleshooting.

  7. Open a new default document (File > New > Default Document). Click MIDI/Audio > Play Finale through VST.
  8. Turn off Human Playback (MIDI/Audio > Human Playback > None).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer.

     

    At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

     

    Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

    1. On your keyboard, hold the Windows key and press R.
    2. Type "dxdiag" (without quotes) and click OK.
    3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
    4. Click the Save All Information button.
    5. In the Save As window, choose to save to your Desktop.
    6. Click the Save button.
    7. Exit the DirectX diagnostic program.
    8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2014
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you don't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you don't hear playback, click MIDI/Audio > Device Setup > MIDI/Internal Speaker Setup. Then be sure that your Playback To device is SmartMusic SoftSynth. If Finale doesn't playback properly after checking this setting, please contact Customer Success.
    • If you do hear playback, continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Audio Units Banks & Effects. Once the Audio Units Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the Instrument column to open the ARIA Player.
  7. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.
    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting...
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  8. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale
    • In Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2014 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  9. Open Finale 2014.
  10. Click MIDI/Audio > Device Setup > Audio Setup.
  11. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  12. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale
    • In Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2014 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2014.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2014.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

  6. Open a new default document (File > New > Default Document).
  7. Click MIDI/Audio > Play Finale through Audio Units.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer or a problem with your VST Instrument Plug-In.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue, the steps you have taken, and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2012.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you didn't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...
  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you didn't hear playback, click MIDI/Audio > Device Setup > MIDI Setup. Then be sure that your MIDI Out device is SmartMusic SoftSynth. Then try playback again. If you still cannot hear playback, please contact Customer Success.
    • If you did hear playback through MIDI but not through VST, then there is a problem with your VST Instruments. Please continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > VST Banks & Effects.
  7. Once the VST Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the VST Instrument column to open the ARIA Player
  8. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.

    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting.
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  9. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10).
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2012
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2012

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

         

        (** = this is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2012 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2012.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  10. Open Finale 2012
  11. Click MIDI/Audio > Device Setup > Audio Setup.
  12. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting.

  13. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card.

    Try playback. If the issue persists, please continue...

  14. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

    Try playback again. If the issue persists, please continue troubleshooting...

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team.

 

Please include in your description of the issue the steps you have taken and any specific error messages you may have received. Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

  1. On your keyboard, hold the Windows key and press R.
  2. Type "dxdiag" (without quotes) click OK.
  3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
  4. Click the Save All Information button.
  5. In the Save As window, choose to save to your Desktop.
  6. Click the Save button.
  7. Exit the DirectX diagnostic program.
  8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10).
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2012
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2012

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

         

        (** = this is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2012 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2012.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2012.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Source under the Output section to Primary Sound Driver.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card. If you already have the latest driver, please reinstall it.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well, then continue troubleshooting.

  7. Open a new default document (File > New > Default Document). Click MIDI/Audio > Play Finale through VST.
  8. Turn on Human Playback (MIDI/Audio > Human Playback
    > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer or a problem with your VST Instrument Plug-In.

     

    At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

     

    Please also follow the steps below to include a DirectX Diagnostic file that your computer creates.

    1. On your keyboard, hold the Windows key and press R.
    2. Type "dxdiag" (without quotes) and click OK.
    3. If you are asked "Do you want DxDiag to check if your drivers are digitally signed?" choose Yes. This will start the DirectX diagnostic program.
    4. Click the Save All Information button.
    5. In the Save As window, choose to save to your Desktop.
    6. Click the Save button.
    7. Exit the DirectX diagnostic program.
    8. Attach that "DxDiag.txt" file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2012.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you don't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Click MIDI/Audio > Reassign Playback Sounds > Yes. This will set your playback sounds to their default settings.

    Try Playback. If this didn't solve the issue, continue troubleshooting...

  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you don't hear playback, click MIDI/Audio > Device Setup > MIDI/Internal Speaker Setup. Then be sure that your Playback To device is SmartMusic SoftSynth. If Finale doesn't playback properly after checking this setting, please contact Customer Success.
    • If you do hear playback, continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Audio Units Banks & Effects. Once the Audio Units Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the Instrument column to open the ARIA Player.
  7. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.
    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting...
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  8. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale.
    • In Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2012 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2012.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  9. Open Finale 2012.
  10. Click MIDI/Audio > Device Setup > Audio Setup.
  11. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  12. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

  13. Open a new default document (File > New > Default Document).
  14. Click MIDI/Audio > Play Finale through Audio Units.
  15. Turn on Human Playback (MIDI/Audio > Human Playback > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer or a problem with your Audio Units plug-in(s).

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.

First, please check whether or not you are running Mac OS X 10.10 or later. Finale 2012 is only compatible up to Mac OS X 10.9. For more information, click here.

  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale 2012.
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2012 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2012.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2012.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for all of those external audio devices as well.

  6. Open a new default document (File > New > Default Document).
  7. Click MIDI/Audio > Play Finale through Audio Units.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer.

At this point, if you are unable to get playback working properly, please Submit a Support Case to our Customer Success Team. Please include in your description of the issue the steps you have taken and any specific error messages you may have received.

 

Please also follow the steps below to include a System Profile that your computer creates.

  1. Close any open programs.
  2. From the menu bar at the top of your screen, click Go > Utilities.
  3. In the folder that appears, double-click the program named System Information.
  4. When the System Information program opens, click File > Save.
  5. Save the report as an SPX file to your Desktop.
  6. Attach that SPX file (which will be located on your Desktop) to your email to Customer Success.
  1. Open Finale 2011.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Input, and check your system volume, Make sure nothing is muted.

    Try playback. If the issue persists, please continue troubleshooting...

  4. Open the Instrument List (Window > Instrument List) and make sure that all of your instruments have their own MIDI Channel.

    Try Playback. If this didn't solve the issue, continue troubleshooting...
  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you didn't hear playback, click MIDI/Audio > Device Setup > MIDI Setup. Then be sure that your MIDI Out device is SmartMusic SoftSynth. Then try playback again.
    • If you did hear playback through MIDI but not through VST, then there is a problem with your VST Instruments. Please continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Instrument Setup > VST Instruments.
  7. Once the VST Instruments dialog box is open click the Pencil Icon next to the first bank (1-16) in the VST Instrument column to open the ARIA Player
  8. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano

    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting.
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  9. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10)
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2011
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2011

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

         

        (** = this is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2011 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2011.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  10. Open Finale 2011.
  11. Click MIDI/Audio > Device Setup > Audio Setup.
  12. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Output to Default Output.

    Try playback. If the issue persists, please continue troubleshooting.

  13. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card. If you already have the latest driver, please reinstall it.

    Try playback. If the issue persists, please continue...

  14. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well.

  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Close Finale 2011.
    • Hold down your Windows key and press the letter E to open Explorer.
    • From the menu on the left, choose Computer (or This PC for Windows 8.1 and 10).
    • Navigate to the following directory...
      • Windows Vista/7/8/10 C:\Users\[your user account]\AppData*\Roaming\MakeMusic\Finale 2011
      • Windows XP C:\Documents and Settings\[your user account]\Application Data**\MakeMusic\Finale 2011

      • (* = this is a hidden folder. To show hidden files and folders, go into Explorer's Organize Menu, Folder and Search Options, the View tab, and "Show hidden files and folders.")

         

        (** = this is a hidden folder. To show hidden files and folders, go into Explorer's Tools Menu, Folder Options, the View tab, and "Show hidden files and folders.")

    • In your Finale 2011 folder, you will be deleting two files that will be labeled "Configuration Settings" as their file type. Find and delete these two files in this folder:
      • Finale.ini
      • Finmidi.ini
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2011.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2011.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Audio Driver to DirectSound and the Output section to Default Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please visit the website for your computer's manufacturer and be sure that you have the latest Audio Driver for your computer's sound card. If you already have the latest audio driver, please reinstall it.

    Try playback. If the issue persists, please continue...

  6. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try Playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well, then continue troubleshooting.

  7. Open a new default document (File > New > Default Document). Click MIDI/Audio > Play Finale through VST.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer or there is a problem with your VST Instrument plug-in(s).

  1. Open Finale 2011.
  2. Click (in the program toolbar) MIDI/Audio > Device Setup > Audio Setup.
  3. In the Audio Setup dialog box click Test Audio Output. You should receive a loud tone.
    • If you hear the tone, proceed to step 4.
    • If you don't hear a tone, be sure that your speakers/headphone volume is turned up and not muted.
  4. Open the Instrument List (Window > Instrument List) and make sure that all of your instruments have their own MIDI Channel.

    Try Playback. If this didn't solve the issue, continue troubleshooting...
  5. Click MIDI/Audio > Play Finale through MIDI.

    Try Playback.

    • If you don't hear playback, click MIDI/Audio > Device Setup > MIDI/Internal Speaker Setup. Then be sure that your Playback To device is SmartMusic SoftSynth. If Finale doesn't playback properly after checking this setting, please contact Customer Success.
    • If you do hear playback, continue troubleshooting...
  6. Open the ARIA Player by clicking MIDI/Audio > Audio Units Banks & Effects. Once the Audio Units Banks & Effects dialog box is open click the Pencil Icon next to the first Bank in the Instrument column to open the ARIA Player.
  7. Click 'empty' in the first channel in the ARIA Player window and select Finale Default Bank > 005. Keyboards > Steinway Piano.
    • Does the keyboard at the bottom of the screen light-up and can you play it by clicking the keys with your computer mouse? If so, continue troubleshooting...
    • If not, and you cannot load a sound into the ARIA Player or cannot open the ARIA Player, please Reinstall the Garritan Instruments for Finale.
  8. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale 2011.
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2011 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2011.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  9. Open Finale 2011.
  10. Click MIDI/Audio > Device Setup > Audio Setup.
  11. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  12. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well.

First, please check whether or not you are running Mac OS X 10.10 or later. Finale 2011 is only compatible up to Mac OS X 10.8. For more information, click here.

  1. Please follow the steps below to return Finale's preferences to their default settings...
    • Quit Finale 2011.
    • In the Finder program toolbar, navigate to Go > Go to Folder.
    • Type or copy & paste the following location:
      • ~/library/preferences
    • In the Preferences folder, find a file named "Finale 2011 Preferences". Drag it into the trash.
    • Empty your trash.
    • Restart your computer.
    • Relaunch Finale 2011.

    Try playback. Did this solve the issue? If not, continue troubleshooting...

  2. Open Finale 2011.
  3. Click MIDI/Audio > Device Setup > Audio Setup.
  4. In the Audio Setup dialog box change the Source under the Output section to Built-In Output.

    Try playback. If the issue persists, please continue troubleshooting...

  5. Please disconnect all external devices (including headphones, audio interfaces, and MIDI keyboards).

    Try playback. If the issue persists, please be sure that you have the latest drivers for any external audio devices as well.

  6. Open a new default document (File > New > Default Document).
  7. Click MIDI/Audio > Play Finale through Audio Units.
  8. Turn on Human Playback (MIDI/Audio > Human Playback > Standard).

    Try playback. Does the program crash? If so, you are running into a permissions issue on your computer or a problem with your Audion Units plug-in(s).